I have received a reply from Touchstone on here dated 13-Oct-26 asking me get in touch with them regarding my repair after my honest feedback on their terrible service. I have been in touch with them... Toon meer
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Lees wat reviewers zeggen
The most dreadful company who never answer the telephone. My 86 year old mother rents a property from them. The latest saga. The handle falls off the only exit door in her flat. Tried the r... Toon meer
Bedrijf heeft geantwoord
Emily was absolutely amazing throughout the whole process. She was incredibly quick to respond, always willing to help, and very kind and professional. She made everything much easier with her efficie... Toon meer
Bedrijf heeft geantwoord
From my initial viewing to moving in, the experience has been nothing less than 100%. My home has many incredible extras that Touchstone paid for to make their house, my home. The whole experience i... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
We’re Touchstone. Renting is changing and we’re helping to shape that change. We’ve been in business for nearly 30 years, managing thousands of properties across the UK, from city centre apartments for young professionals to suburban semis for working families. With us, you’re in safe, experienced hands. If you are experiencing any maintenance issues, please contact us either by calling us or via email: feedback@touchstoneresi.co.uk with details of your property and any outstanding issues. Thank you.
Contactgegevens
2 Crescent Office Park, Clarks Way , BA2 2AF, Bath, Verenigd Koninkrijk
- +441225838490
- feedback@touchstoneresi.co.uk
- touchstoneresi.co.uk
3,3
Gemiddeld
699 reviews
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Heeft 94% van zijn negatieve reviews beantwoord
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Extremely disappointing experience…
Extremely disappointing experience with…
Extremely disappointing experience with Touchstone.
I live in military accommodation and have been told I cannot use the Touchstone app to report faults because Touchstone is "not allowed to pass my information to the app developers". Yet I have now received two emails from RMG UK containing details of my property and account.
This raises a simple question: could this potentially be a GDPR issue? If my information cannot be shared with an app provider, why can it apparently be shared with RMG UK?
Perhaps Touchstone could contact me for once and actually provide an explanation — that would be a first. Although, as I am apparently "not allowed" to raise a complaint because I am military personnel, I won't hold my breath.
Poor communication, poor transparency and an incredibly frustrating experience.
26 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Will
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and appreciate you raising your concerns.
For further support with the issues you mention, we would recommend contacting your site Housing Officer, who will be able to advise on the best way to progress this matter.
Kind regards,
Touchstone
Extremely disappointing experience with…
Extremely disappointing experience with Touchstone.
I live in military accommodation and have been told I cannot use the Touchstone app to report faults because Touchstone is "not allowed to pass my information to the app developers". Yet I have now received two emails from RMG UK containing details of my property and account.
This raises a simple question: could this potentially be a GDPR issue? If my information cannot be shared with an app provider, why can it apparently be shared with RMG UK?
Perhaps Touchstone could contact me for once and actually provide an explanation — that would be a first. Although, as I am apparently "not allowed" to raise a complaint because I am military personnel, I won't hold my breath.
Poor communication, poor transparency and an incredibly frustrating experience.
26 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Will
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and appreciate you raising your concerns.
For further support with the issues you mention, we would recommend contacting your site Housing Officer, who will be able to advise on the best way to progress this matter.
Kind regards,
Touchstone
Drain blockage issue
Had an issue with my drain being blocked and was resolved within 48 hours. I have Dean Williams to thank for the stellar service and being on top of everything, I would have most likely gone into the weekend with no shower if not for him. Very much appreciated.
24 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi George,
Thank you for taking the time to leave such a lovely review. It's great to hear that Dean made such a positive impression and provided the support you needed when you needed it! He's passionate about helping customers, so he'll be delighted to hear your kind words.
We really appreciate your feedback and your recognition of Dean's efforts.
Best wishes,
Touchstone
I am very grateful for being in touch…
I am very grateful for being in touch with Karen throughout my process so far. She has been amazing and very helpful. She made my life easier during this time.
Thank you so very much Karen🙏
21 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Snehlata,
Thank you for taking the time to leave such a lovely review. We're delighted to hear that Karen has been so helpful and supportive throughout your journey so far. We'll be sure to pass on your kind words to her.
We wish you all the best as you settle into your new home.
Kind regards,
Touchstone
The property was not cleaned when we…
The property was not cleaned when we moved in!
Dirty carpets and cobwebs outside
Overgrown garden
Oven not working
Downstairs toilet and one washbasin upstairs blocked
No electricity when moved in
18 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Jyoti
Thank you for taking the time to share your feedback. We are very sorry to hear about the condition of the property when you moved in and understand how disappointing this must have been; the issues you describe fall short of the standards we aim to provide.
If you are not already in contact with the team, please contact us at feedback@touchstoneresi.co.uk with your property details, and all outstanding issues so that we can review and progress the matter for you.
Kind regards
Touchstone
Ian Giblin is a great and very…
Ian Giblin is a great and very responsive help when we needed it most. Thanks Ian and your colleagues from Touchstone!
11 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi
Thank you for taking the time to leave such a lovely review. We're delighted to hear that Ian was able to provide responsive support when you needed it most. Delivering helpful, timely service is something we strive for, and it's wonderful to know that Ian and the team were able to deliver!
We'll be sure to pass your kind feedback on to Ian and his colleagues, who will be pleased to hear your feedback.
Thank you again; we really do appreciate it.
Kind regards,
Touchstone
A Huge Improvement – Thank You, Felicity!
Before Felicity took over as our point of contact for maintenance, we had received very little response to the issues we had been reporting in the house we rent. She called this week to introduce herself as our new contact, and the difference has been remarkable.
We were experiencing ongoing problems with our electric shower, and the house builders, Persimmon, had been dragging their feet in getting it resolved. After speaking with Felicity, she took ownership of the issue and got it sorted straight away.
Felicity has a very personable and professional approach. She has kept in regular contact, followed up exactly when she said she would, and has reassured us that all of our outstanding maintenance issues will be addressed.
She is the first person from Touchstone who has genuinely seemed to care about resolving our concerns. Her proactive attitude and excellent work ethic have made a huge difference to our experience. We are extremely pleased with the service she has provided.
9 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Debbie,
Thank you for taking the time to share your experience with us and for your kind feedback. We're delighted to hear that since taking over as your maintenance contact, Felicity has been able to make such a positive difference. Felicity is a real customer favourite, and it's easy to see why from your feedback. We'll be sure to share your kind words with her, as they will mean a great deal.
We're sorry to hear that before speaking with Felicity, resolving the outstanding snagging issues with the developer and obtaining updates had been challenging. We value this feedback and will share it with the relevant parties to help identify opportunities to improve on service and communication.
Thank you again for taking the time to leave us a review.
Kind regards,
Touchstone
The worst property management experience
1 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Alex,
We're sorry to hear that you've had a negative experience. We'd like to understand what happened and see if we can help, but there isn't enough detail in your review for us to investigate.
Please contact us directly or reply via email to feedback@touchstoneresi.co.uk with more information about your concerns, and we'll be happy to look into this further.
Kind regards,
Touchstone
Help came when needed most
I got help in a situation of dire emergency. My tap got broken and water was just gushing out.
10 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Ngozika,
Thank you for taking the time to leave us a review. We're sorry to hear about the emergency with your broken tap, but we're really pleased that our team was able to provide the help you needed when it mattered most.
We understand how stressful situations like this can be, and it's great to know that the issue was responded to quickly and effectively.
Thank you again for your feedback, and we hope everything is now back to normal for you.
Kind regards,
Touchstone
Excellent communication
It's always a pleasure to communicate with Ian G, he gets things done and communication is great. Even when I send a rambling telephone message, he manages to translate my ramblings and gets the help needed promptly. Ian G is friendly and helpful and has a good sense of humour which I feel always helps.
3 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Elaine
Thank you for taking the time to leave such a lovely review; it's much appreciated. We're delighted to hear about your positive experience with Ian and that his communication, responsiveness, and sense of humour have made a difference. Your feedback will mean a great deal to him, and we'll be sure to share your kind comments with the team.
Kind regards,
Touchstone
Touchstone are without doubt the worst…
Touchstone are without doubt the worst company I have ever interacted with. Their communication is unbelievably poor. If they do respond to an email (which is rare) it will take at minimum 2+ weeks and rarely actually answer to question you have asked. If possible, I would strongly recommend you NEVER stay in a property that they manage.
18 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Cole,
Thank you for taking the time to share your feedback.
We're very sorry to hear about your experience and that our communication has not met your expectations. We understand how frustrating it can be when responses are delayed or when your questions are not fully addressed. Providing timely and helpful communication is something we take seriously, and we're disappointed to learn that this has not been your experience.
We would appreciate the opportunity to look into the concerns you've raised and better understand what has happened. Please contact us directly via feedback@touchstoneresi.co.uk using the ref: TP - Comms, with your property details and any relevant correspondence so that we can investigate this further and work towards resolving any outstanding issues you may have.
Thank you again for bringing this to our attention.
Kind regards,
Touchstone
Broken fridge and smelly furniture
Moved in the property on the 4th of July, there was no electricity as it was disconnected since nobody has visited the apartment for almost a month before our move date and it took until the next morning to have someone come and fix it. After electricity was fixed we've discovered the fridge wasn't working as well as the couch which still has a horrible weed and pee like smell that caused distress and panic attacks. I've emailed multiple times and tried calling but no reply was given. And when they do reply it's a maximum of 1 reply per day or per 2 days even if I reply a few minutes after.
4 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Marius,
Thank you for taking the time to share your feedback. We are sorry to hear about the issues you experienced when moving into your new home and understand how frustrating this must have been. We understand that moving into a new property should be a positive experience, and we regret that we have fallen short of your expectations on this occasion.
Please contact us directly at feedback@touchstoneresi.co.uk using the ref: TP – MCU with details of your tenancy and all outstanding matters, so that we can review the current situation and follow-up with the appropriate team.
Kind regards,
Touchstone
My experience with Karen was very good
My experience with Karen was very good. She explained the process to me clearly and kept me updated regularly throughout the process. It was a great and supportive service.
6 juli 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Ebun
Thank you for taking the time to share your positive experience with us. We are delighted to hear that Karen provided you with clear guidance throughout the process and kept you regularly informed. Your kind comments will be passed on to Karen, and we're sure she will appreciate the recognition.
Thank you again for your feedback and for choosing Touchstone.
Kind regards
Touchstone
Thanks Allison Smart at Touchstone for…
Thanks Allison Smart at Touchstone for the professional ,and personal , way in which you handled what i thought would be a difficult situation . Cannot recommend you highly enough for taking the time to take the stress out of my life and to do it in such a considerate manner . Thank you again Allison
30 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Paul,
Thank you so much for taking the time to leave such a wonderful review. We are delighted to hear that Allison was able to support you through what you felt would be a difficult situation and help make the process less stressful.
Allison takes great pride in providing a professional, considerate, and personal service, and we're pleased that her efforts made such a positive difference to your experience.
Your kind words and recommendation mean a great deal to both Allison and the team. We will be sure to share your feedback with her.
Thank you again for your review.
Kind regards,
Touchstone
Always excellent service
30 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi John
Thank you for taking the time to leave your wonderful review for us; it's much appreciated. We are delighted to hear that we continue to match your expectation.
Thanks again.
Kind regards
Touchstone
Great communication and everthing went…
Great communication and everything went well smoothly.
25 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Aung
Thank you so much for your kind review! We’re really pleased to hear that everything went smoothly with your application and that our communication met your expectations. It’s always our aim to make the process as easy and stress-free as possible.
We truly appreciate your feedback and look forward to welcoming you to your new home shortly.
Kind regards
Touchstone
Pleasure stay at Embley road
Hi
It was a pleasure staying at embley road.
My stay was made comfortable by touch stone especially Tony Lewis,Estate Technical Manager, who was always approachable, professional and incredibly helpful. I truly appreciate all the support he provided during my time there.
24 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Muhammad
Thank you so much for your kind feedback. We’re delighted to hear that you had a pleasant and comfortable stay at Embley Road.
It’s especially great to know that Tony made such a positive impression — we’re proud to have him on the team. We’ll be sure to pass on your lovely comments to him, as I know he’ll really appreciate it.
Thank you again for taking the time to share your experience.
Kind regards
Touchstone
Excellentexcellent
Excellent. Really helpful especially Pooja Shetty. Thank you so much.
24 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Barbara
Thank you so much for your lovely feedback! We’re really pleased to hear you had such a positive experience.
Pooja will be especially delighted to hear your kind words – we’ll be sure to pass them on.
Thanks again for taking the time to share your review, it truly means a lot to us.
Best wishes
Touchstone
So far awful
So far awful, phone lines are never answered so you leave a message with contact details and nobody calls you back. Some staff when you do get through don’t actually know they’ve now taken over a new housing contract and ask you questions like you’re supposed to have the answers. We’ve also had no hot water for over 24 hours and not a single bit of communication has gone out to residents of Watson court, no solutions for a basic human right but they’ll take £1000 a month off us easily
23 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Kirsty
Thank you for taking the time to share your feedback with us. We’re very sorry to hear about your experience, particularly the issues you’ve faced with the supply of hot water and lack of communication.
We would like to look into this and do what we can to resolve the issue for you. Please contact us at feedback@touchstoneresi.co.uk with details of your tenancy and all outstanding issues, so we can investigate and assist you further.
We look forward to hearing from you.
Kind regards
Touchstone
Still no got water meter hasn't been…
Still no got water meter hasn't been working for 11 days now
7 juni 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Kathleen
Thank you for taking the time to share your feedback. We’re very sorry to hear that your water meter has not been working and that this issue has been ongoing for 11 days — we understand how frustrating and inconvenient this must be and certainly isn't the level of service we aim to provide our customers.
We would like to look into this for you but were unable to locate your account details from this review, please could you contact your maintenance coordinator directly or send us a private message using the ref: TP - Kathleen with your address and contact details. This will allow us to investigate the situation fully and provide you with an update.
We appreciate your patience and the opportunity to put this right.
Kind regards,
Touchstone
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